Global: Resolved – Platform stable, Post Incident Summary to follow

Incident Report for Xero

Postmortem

Post Incident Summary: Xero platform outages (6 May to 15 May 2026)

Between 6 and 15 May 2026, customers experienced a series of platform disruptions affecting login, navigation and some product areas. These stemmed from separate technical issues occurring across the period, each identified and resolved by our engineering teams. At no stage was personal data at risk, and there are no concerns relating to the security of the Xero platform. We apologise for the impact these caused.

What happened

1. Database disruptions (6 to 12 May)

Customers experienced a series of short, repeated disruptions linked to a core platform system responsible for user recognition and organisation access. These intermittent outages occurred sporadically on 6-7 May and 12 May, affecting login and platform navigation.

2. AWS infrastructure outage (8 May)

A third-party AWS infrastructure incident caused degraded platform performance until traffic was redirected to healthy infrastructure in other locations.

Traffic routing incident (11 May)

An internal traffic routing issue stemming from a configuration issue that resulted in degraded performance in some products until service fully recovered.

How we responded

Around-the-clock engineering oversight to stabilise the platform and investigate root causes.
24/7 coverage of our customer facing teams to keep customers informed as issues occurred.
Continuous updates to the Xero Status Page and customer-facing channels throughout each incident.
For the AWS outage, shifting traffic away from impacted infrastructure drawing on learnings from the October 2025 outage.
Engineering teams worked in parallel to deployed targeted fixes to minimise impact while investigating the root cause, particularly for the database incident.
Direct communications to impacted customers, including through Partner channels.

What we’re doing next

We’re continuing work to:

Improve the stability and resilience of the systems behind the database disruptions.
Enhance our release validation and database change controls
Monitor platform performance closely and continue to improve the speed and clarity of our customer communications during incidents. Our approach is to provide specific information as it becomes available, and where details are still being investigated, to keep customers informed with timely high-level updates while we work towards a resolution

We're sorry for the disruption these incidents caused, and remain committed to improving the reliability of our platform and to communicating openly with customers when issues occur.

Posted Jun 05, 2026 - 03:19 UTC

Resolved

Xero is now stable and all customers should be able to use the platform normally. We have not observed any further disruption since our last update and are confident the platform is operating as expected.

We sincerely apologise for the series of incidents over the past week and the impact this has had on your business. We know how much you rely on Xero, and we did not meet the standard you deserve.

Our engineering teams will continue to monitor the platform closely. We will publish a Post Incident Summary next week, outlining what happened, why, and the steps we are taking to prevent a recurrence.

Updated 5/06/2026 6:54am UTC: Post Incident Summary
now available.

Posted May 15, 2026 - 07:52 UTC

Update

We're aware of an outage affecting customers between 12:21 and 12:24 AM UTC. Xero is now stable and operating normally.
We're sorry for the disruption, particularly given the recent outages. Our engineering team is monitoring closely and will update this page if anything changes.

Posted May 15, 2026 - 01:21 UTC

Update

Xero continues to be stable and customers should be able to use the platform normally. Our engineering teams will continue to monitor closely for stability and to ensure everything remains on track. We appreciate your patience and will provide a further update if necessary.

Posted May 12, 2026 - 07:59 UTC

Update

Our team has resolved a recent outage our customers experienced from 11:02pm-11:07pm UTC. Xero is now stable and customers should be able to use the platform normally. Our engineering teams will continue to monitor closely to ensure everything remains on track.

Posted May 11, 2026 - 11:30 UTC

Update

We are aware some customers trying to load pages in Xero are experiencing errors. Our team is investigating this with urgency.

Posted May 11, 2026 - 11:07 UTC

Update

Posted May 11, 2026 - 10:12 UTC

Update

We are aware some customers trying to load pages in Xero are experiencing errors. Our team is investigating this with urgency.

Posted May 11, 2026 - 09:31 UTC

Monitoring

Our team has resolved the issue impacting customers. Xero is now stable and customers should be able to use the platform normally. Our engineering teams will continue to monitor closely to ensure everything remains on track.

We apologise for any inconvenience this has caused and appreciate your patience during this time.

Posted May 11, 2026 - 00:37 UTC

Update

We are continuing to investigate this issue, and our teams are reporting some recovery of our systems.

Posted May 10, 2026 - 23:59 UTC

Update

We are continuing to investigate this issue.

Posted May 10, 2026 - 23:48 UTC

Investigating

We are aware some customers trying to load pages in Xero are experiencing errors. Our team is investigating this with urgency.

Posted May 10, 2026 - 23:09 UTC

Update

We've resolved the issue experienced by a small section of customers when navigating Xero.

Xero is now stable and customers should be able to use the platform normally. Our engineering teams will continue to monitor closely for stability and to ensure everything remains on track. We appreciate your patience and will provide a further update if necessary.

Posted May 09, 2026 - 19:30 UTC

Update

We're aware that a smaller section of customers are experiencing issues navigating Xero following the third-party hardware issue with AWS that impacted our platform. We're investigating this with urgency.

Posted May 08, 2026 - 11:49 UTC

Update

Xero is now stable and customers should be able to use the platform normally. Our engineering teams will continue to monitor closely for stability and to ensure everything remains on track. We appreciate your patience and will provide a further update if necessary.

Posted May 08, 2026 - 12:26 UTC

Monitoring

Our technical teams have implemented a fix following a third-party hardware issue with AWS that impacted our platform. Customers should now be able to use Xero without issue. We'll be closely monitoring performance over the next 48 hours and throughout next week.

Posted May 08, 2026 - 03:47 UTC

Identified

We're aware some customers are experiencing errors when logging in or navigating areas of Xero. This is not related to the recent platform issues which remain on track. The current issue relates to a third-party hardware incident that has impacted us. We are working closely with them to resolve this as soon as possible and will provide further updates as we have them. We apologise for the continued disruption.

Posted May 08, 2026 - 01:05 UTC

Update

We are continuing to investigate this issue.

Posted May 08, 2026 - 00:05 UTC

Investigating

We are aware that customers trying to navigate in Xero are experiencing some errors. Our team is investigating this with urgency. We will provide further updates as soon as we have more information.

Posted May 07, 2026 - 23:49 UTC

Update

We apologise for the disruption this week. This is complex work and we are being deliberate to avoid further issues downstream. Improvements have been deployed overnight and we are continuing to monitor closely for any further issues. Thank you for your patience as we work through this fix.

Posted May 07, 2026 - 22:01 UTC

Update

We are continuing to monitor for any further issues.

Posted May 07, 2026 - 14:13 UTC

Monitoring

We've implemented a fix and customers should now be able to log in to Xero. We're continuing to monitor the situation. We apologise for the inconvenience this disruption may have caused and genuinely appreciate your patience.

Posted May 07, 2026 - 02:20 UTC

Investigating

We are aware that customers trying to navigate in Xero are experiencing an error. Our team is investigating this with urgency.

Posted May 07, 2026 - 01:39 UTC

Monitoring

Our team has implemented a fix and we are currently monitoring the results.

Posted May 07, 2026 - 01:03 UTC

Identified

We are aware customers trying to use Xero are experiencing errors. Our team is investigating this with urgency.

Posted May 07, 2026 - 00:33 UTC

This incident affected: Xero Platform and Settings, Core Xero Products (Expenses, Invoicing, Bills & Quotes, Bank Reconciliation, Reporting, Products and services, Projects, Fixed Assets, Contacts, Files), United States - Regional Products (Tax Reporting - Sales Tax & 1099, Inventory Plus), Asia - Regional Products (Tax Reporting - Singapore GST), Australia - Regional Products (Tax Reporting - BAS, TPAR, AU Payroll), Canada - Regional Products (Tax Reporting - Canadian GST & HST), New Zealand - Regional Products (Tax Reporting - NZ GST, NZ Payroll), South Africa - Regional Products (Tax Reporting - SA VAT), United Kingdom - Regional Products (Tax Reporting - UK VAT & MTD, UK Payroll), Xero Mobile Apps (Xero Accounting Mobile App, Xero Projects App, Xero Me), and Xero Partner Products & Tools (Xero Practice Manager (XPM), Xero HQ, Xero Tax (AU), Xero Tax (NZ), Xero Tax (UK)).